> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/knowledge-hub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.security.gallagher.com/knowledge-hub/products/cc-software/operate/visitor-management-client/troubleshooting-visitor-management-logon-failure.md). # Troubleshooting - Visitor Management Logon Failure Failure to log on to Visitor Management is usually due to configuration errors. The following tables list some of the error messages that can appear on the Visitor Management Logon screen, and the reason why logon has failed:

Message	Cause(s)
"You require Visitor Management vVMC x.xx.xxxx".	The Visitor Management client version is different from the server version. Upgrade the client version to match the server version.
"Your workstation's time is out of sync with the server. Please contact your administrator"	If the server time or workstation time differs by more than 5 minutes, then the Visitor Management client will not log onto the server.
"The Visitor Management system is unavailable. Please contact your administrator"	The Command Centre services have not been started. Start the Command Centre services and Visitor Management services (Microsoft Windows Services).
"No Visitor Management receptions are available. Please contact your administrator"	The user does not have the privileges required to see any Receptions, (i.e. they do not have either the "Manage Reception" or the "Edit Visits", or the "View Visits" privilege in any Division which contains a Reception, in either the same division or sub division).
"The system cannot find any configuration for the reception called <reception name>. Please contact your administrator"	At least one of the receptions that the visitor can see does not have a division which has been configured for Visitor Management. The divisions checked for Visitor Management configuration will be the division specified on the Reception Command Centre item or any other division higher up the hierarchy of that division. At least one of those divisions checked must have the ‘Visitor Management Configuration’ flag set to ‘Use this division’s configuration’ and have at least one Visitor Type on the ‘Visitor Type’ tab (of the Visitor Management tab).
"You do not have the appropriate privilege to create visitors in the division <division name>. Please contact your administrator" Note: <division name> is the Save Visitor Division name.	The user does not have the privileges they need for the receptions they can see. They have the "Edit Visits" privilege for the Save Visitor Division (it is assumed therefore that they are authorised to create/edit visits for this reception), but they cannot "Create and Edit Cardholders" in the same division.
"You do not have the appropriate privilege to assign escorts to visitors in the division <division name>. Please contact your administrator" Note: <division name> is the Find Visitor Division name.	The user does not have the privileges they need for the receptions they can see. They have the "Edit Visits" and "Manage Reception" privileges for the Save Visitor Division, and the Assign Escort action is enabled, but they do not have the "Manage Visitor Attributes" privilege for the Find Visitor Division.
"You do not have the appropriate privilege to assign visitors to the access group <access group>. Please contact your administrator" Note: <access group> is either the Visitor Type access group name, or the access group name.	The user does not have the privileges they need for the receptions they can see. They have the "Edit Visits" privilege for the Save Visitor Division, but they do not have the ability to add or remove cardholders from one of the visitor type access groups.
"You do not have the appropriate privilege to view visitors in the division <division name>. Please contact your administrator" Note: <division name> is the Save Visitor Division name.	The user does not have the privileges they need for the receptions they can see. They have the "View Visits" privilege for the Save Visitor Division (it is assumed therefore that they are only authorised to view visits for this reception), but they cannot view Cardholders in the same division.
"You do not have the appropriate privilege to view or create visits in the division <division name>. Please contact your administrator" Note: <division name> is the Save Visitor Division name.	The user does not have the privileges they need for the receptions they can see. Either: they have the "Manage Reception" privilege for the Save Visitor Division (it is assumed that they are a receptionist for this reception), but they do not have either the "Edit Visits" or "View Visits" privilege in the same division (which means they cannot create/edit or view visits for this reception), OR, they have the "Edit Visits" or "View Visits" privilege in the division which contains the Reception (in either the same division or sub division), but they do not have the "Edit Visits" privilege in the Save Visitor Division (which means they cannot create/edit visits for this reception).
"You do not have the appropriate privilege to view the card type <card type>. Please contact your administrator" Note: <card type> is the name of the card type for which the user does not have the required privilege.	The user does not have the privileges they need for the receptions they can see. They have the "Edit Visits" and "Manage Reception" privileges for the Save Visitor Division, and the Assign Card action is enabled, but they do not have the privileges to view the selected Card Type.
"You do not have the appropriate privilege to edit a mandatory visitor field for the visitor type <visitor type> for reception <reception name>. Please contact your administrator" Note: <visitor type> is the first visitor type for which the user's access fails the test for the pdf, and <reception name> is the reception for which the user access check failed.	The user does not have edit access for a visitor field that is mandatory at pre-registration, for any visitor type for a reception for which they have the "Edit Visits" privilege. Additionally, if the user is a receptionist and they do not have edit access for a visitor field which is mandatory at on-site, for any visitor type for a reception for which they have the "Edit Visits" privilege.
"The following Personal Data Fields are required and must be configured in the division <division name> for Visitor Management: <pdf name1>, <pdf name2>" Note: <division name> is the division for which the Visitor Type has been configured but the required pdf has not been selected. <pdf name1>, <pdf name2> are the names of the required pdfs which have not been selected and marked as required. There can be as many pdfs listed as there are pdfs which meet this condition for the named division.	A required PDF which does not have a default value has been added to a Visitor Type access group that has been configured for Visitor Management, BUT the PDF has not been selected on the Visitor Fields tab and has not been marked as 'Required when adding to a visit'. Note: This scenario only occurs if the PDF is added to the Visitor Type access group after the Visitor Type has been configured for Visitor Management on a Division, AND no visitors of that (Visitor) Type have yet been scheduled for meetings).
"The visitor access group <access group name> contains at least one required Personal Data Field without a configured default value" Note: <access group name> is the name of the access group which has been configured as a visitor access group for Visitor Management, but contains at least one required pdf without a default value.	A required PDF which does not have a default value has been added to an access group that has been configured as a 'Visitor Access' group for Visitor Management.
"Operator logged out due to repeated logon failures"	A users successive logon attempts has reached the configured 'number of failed attempts before lockout’. They are locked out for the configured lockout period (or permanently if this option is set). The user can re-enter their logon name and password, and authenticate successfully once the lockout period (which is not displayed) has completed. A privileged operator can unlock the account for the user if need be.

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